Reception poor, no customer service skills, hospitality skills or much else. Asked us to pay, when I had payed already using the portal the hotel had sent me…had to chase confirmation.Simple request for something to put flowers in for a funeral next day met with blunt “no”. Rescued by helpful female manager.
Got to room- not the luxury suite I had booked and paid for back and forth ensues that “it is a luxury suite”. Quickly followed by “I’ll get my colleague to talk to you” (friendly female again).Nope it’s an en-suite room , checked pictures online and it is in fact half a junior suite. “Impossible to move us”. I booked the luxury suite for numerous reasons - one being the extra bed (snorer), the four poster and freestanding tub in the pictures looked like just the treat we needed in a difficult week. So …they “open up” the other room to our “suite”…a dining room for 8??!!! At least it had a garden view instead of the back yard that the bedroom looked on to I guess.
Too shattered to pursue things further , running a bath proved impossible as the tap didn’t run, only the shower head. Walls were marked and the floor became dangerously slippy at the slightest splash of water. So much else fell short of what we see in other 4 star hotels, the only positive was the bed was clean and comfortable. On checking out there was , again, no interest in our stay. Get some more staff who have hospitality and customer service skills !! (From two people who work and have worked in both)
